Contact Centre Operations Manager

6 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

As a senior leader, you will play a pivotal role in the success of our Contact Centre operations. Your primary responsibility will be to oversee the day-to-day activities of the team and ensure that all tasks are completed efficiently and effectively.

Main Responsibilities:

  • Plan and coordinate the operation of the Contact Centre, including forecasting manpower and facilities requirements
  • Making informed decisions to continuously improve performance and meet KPIs
  • Identifying and addressing the needs of the Contact Centre, ensuring effective coordination with relevant departments
  • Raising awareness of rules, regulations, and policies among team members
  • Monitoring customer needs and feedback to drive continuous improvement
  • Assessing headcount requirements based on workload and ensuring necessary training is provided
  • Implementing best practices from international Contact Centres
  • Delegating tasks and empowering team members
  • Ensuring prompt handling of business transactions and achieving high conversion ratios

Key Performance Indicators (KPIs):

  • Compliance with company policies and procedures
  • Implementation of customer-centric processes through continuous improvement
  • Optimizing resource efficiency and utilization
  • Prompt customer complaint resolution and end-to-end management
  • Staff motivation and achievement of call centre objectives
  • Improvement of team leader and customer relation officer KPIs
  • Effective implementation of CRD strategy through people, process, and technology

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